Flora13759
Level 1: Cadet

Telstra did not email my previous bill and charge me for not paying them and increase my mobile plan

 

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TommyR
Support Team
Support Team

Re: Telstra did not email my previous bill and charge me for not paying them and increase my mobi...

Hi Flora13759. 

Regarding your bills, sometimes our emails get automatically routed to your spam of junk folder to be sure to check there and mark us as a safe sender or add us to your email contacts to avoid this in the future. 

Otherwise you can always check your bill history via My Account https://tel.st/63948 or the My Telstra App. You can also download a physical copy to save to your records or print out in the billing section. 
 

Regarding the mobile plan change, I can understand this plan change may be unexpected and cause frustration.
 

These changes have been made to customers on specific plans that are no longer in-market offers that are being removed from our plan structure. We understand that there is never a good time to make changes and we don't make these decisions lightly. From time to time we need to review our pricing to ensure we're offering customers value while managing our own costs.  We know affordability and value is important to our customers, especially in times such as this, and we have worked hard to keep any increases to a minimum.


We have been sending customers an email or letter about the change beginning in February 2020 - with a link to information about their new plan and how to get 12 month rebate for the price change. Sometimes our emails get automatically routed to your spam of junk folder to be sure to check there and mark us as a safe sender or add us to your email contacts to avoid this in the future. 


We have an indepth FAQ page regarding these changes, the "Why", "How" and "What To Expect" outlined here: https://tel.st/jhkwu. This is also covered by our "General terms of service. You can read the fine print here https://tel.st/67fq2.

 

If you would like to go over your options or see what we can do to reduce your monthly costs, please speak with our team via the My Telstra App messaging service (link here https://tel.st/gj5mk). Just click on the "Get Help" menu icon and then click on the "Message Us" button and type "Disconnection" and a member of our team will be in touch to assist you with this. If you get stuck on the Codi chat bot, you can type "Consultant" to get through to a team member. 


Regards - Tom

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